Although no one wants to have trouble with their super, sometimes we aren’t happy with the way it’s being managed by either the fund or the company who is servicing it. When this happens, it can be easy to become frustrated. However, becoming angry will not do anything to resolve the issue. The best superannuation advice is to stay calm. There is a process by which members can lodge a complaint that will be much more efficient at getting the desired result.
There are certain complaints which are regarded as valid. These include any decision made by a member’s fund about disablement claims and death benefit payments that the member does not agree with and the quality of service provided by super fund or provider staff. As well, the lack of clarity or accuracy of information provided by super fund or provider staff, and delays in payment or response to any information request or complaint are also regarded as valid reasons to enter the complaint process.
What Super Fund Members Need To Know
There are three ways to complain about your super. These are via email, phone or in writing. Any communication in one of the aforementioned ways where dissatisfaction is expressed and some kind of resolution or response is required is considered to be a complaint. Once communicated, your complaint must be registered by your super fund in their Complaints Register. From there, the complaint will be processed according to the super’s internal procedures.
How the Complaint Process Works
What’s most important to note is the difference between a complaint and an enquiry. If you make an enquiry and are not satisfied with your super’s response, you cannot take things a step further and complain to the SCT. However, complaints can be taken to the SCT once you’ve given your super the opportunity to come to a resolution.
The Super Fund’s Responsibilities
Once you’ve lodged a complaint with your super, they must acknowledge the receipt of the complaint via a confirmation of some kind, with one exception: if your super can resolve your complaint within five days, no acknowledgement is required. In every other case, a super should notify you about how long they expect a resolution to take. Of course, the more complex a complaint is, the longer it will take a super fund to resolve it.
If your super has taken reasonable steps to ensure the proper consideration of complaints, they do not need to provide a reason for their decision. However, reasons in writing must be given for all death benefit payment decisions. As well, should a complainant request that a reason be provided, the super fund must provide one.
There’s no need to let a super complaint interfere with your retirement planning. Call us today to learn more about the process, or download our free eBook today.
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